Clunky - but got refunds quickly.
I had real problems buying a ticket + railcard using a promocode (that reduced the cost of the railcard). The railcard purchase failed for some reason - although my credit card was debited with the cost of it. The e-tickets went through - but I had no railcard to accompany them - so finally cancelled e-tickets and bought tickets at the station (only a hour before train left). I did get refunds for everything including the railcard payment. Of course, having used the promo-code once, I can't re-use it even though the first rail card purchase failed - not my fault - I approved it in my bank app. This app is a bit clunky - hopefully it will improve. Chat line (tedious to use - why do all coms have to be typed?) was helpful - and didn't have to queue for help.